公开(公告)号：US20170064081A1

公开(公告)日：2017-03-02

申请号：US14956086

申请日：2015-12-01

Applicant: SATMAP International Holdings Limited

Inventor： Zia CHISHTI ,  Vikash KHATRI

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M3/5235 ,  H04M2201/18 ,  H04M2201/36

Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: ordering a contact; ordering a plurality of agents; applying, by at least one processor, a hybridization function to the ordering of the plurality of agents to bias a first strategy for pairing toward a second strategy for pairing; comparing, by the at least one processor and based on the hybridization function, a first difference in ordering between the contact and a first agent in a first pair with a second difference in ordering between the contact and a second agent different from the first agent in a second pair; and selecting, by the at least one processor, the first pair or the second pair for connection based on the comparing.

Abstract translation: 公开了一种用于联络中心系统中混合行为配对的技术。 在一个特定实施例中，这些技术可以被实现为在接触中心系统中的混合行为配对的方法，包括：排序接触; 订购多个代理商; 通过至少一个处理器将杂交功能应用于所述多个试剂的排序以将用于配对的第一策略偏向于用于配对的第二策略; 通过所述至少一个处理器并且基于所述杂交功能比较所述接触和第一对中的第一试剂之间的顺序的第一差异，所述接触和第二试剂之间的顺序与所述第一试剂不同的第二差异 第二对 以及由所述至少一个处理器基于所述比较来选择所述第一对或所述第二对进行连接。

公开(公告)号：US20170064080A1

公开(公告)日：2017-03-02

申请号：US14956074

申请日：2015-12-01

Applicant: SATMAP International Holdings Limited

Inventor： Zia CHISHTI ,  Vikash KHATRI

IPC: H04M3/523

CPC classification number: H04M3/5232 ,  H04M3/5233 ,  H04M3/5234 ,  H04M3/5235 ,  H04M2201/18 ,  H04M2201/36

Abstract: Techniques for hybrid behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for hybrid behavioral pairing in a contact center system comprising: ordering an agent; ordering a plurality of contacts; applying, by at least one processor, a hybridization function to the ordering of the plurality of contacts to bias a first strategy for pairing toward a second strategy for pairing; comparing, by the at least one processor and based on the hybridization function, a first difference in ordering between the agent and a first contact in a first pair with a second difference in ordering between the agent and a second contact different from the first contact in a second pair; and selecting, by the at least one processor, the first pair or the second pair for connection based on the comparing.

Abstract translation: 公开了一种用于联络中心系统中混合行为配对的技术。 在一个特定实施例中，技术可以被实现为在联络中心系统中的混合行为配对的方法，包括：排序代理; 订购多个联系人; 通过至少一个处理器将杂交功能应用于所述多个接触件的顺序以偏向用于配对的第二策略以用于配对的第二策略; 通过所述至少一个处理器并且基于所述杂交功能，比较所述试剂与第一对中的第一接触之间的顺序的第一差异，所述试剂与不同于所述第一接触的第二接触之间的顺序的第二差异 第二对 以及由所述至少一个处理器基于所述比较来选择所述第一对或所述第二对进行连接。